Tier I Technical Support, Client Support

The Tier I Technical Support Specialist provides the AFRL/RQ-West Rocket Lab with Tier I assistance by delivering customer support for hardware running Windows 10 or higher and provides Tier I customer service and problem remediation via the Web Help Desk (WHD) ticketing system. The best candidate will have knowledge of IT concepts and more than basic troubleshooting skills gained through experience, certification, and/or formal training.

SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 45 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

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• Provide Tier I software and network support and troubleshooting.
• Analyze incident(s) details, identify the root cause, and provide problem remediation.
• Responsible for imaging computers.
• Document problems with the technical detail(s) within the Web Help Desk ticketing system.
• Escalate problem(s) to Tier II technicians for intermediate level troubleshooting.
• Remotely or manually install software updates, apply STIG configurations] and security patches as required.
• Provide customer service through the use of friendly, courteous, and professional oral and written communication.
• Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.

• A minimum of two (2) years of experience in Windows system administration and/or technical support.
• Knowledge and experience in a Windows Operating System environment.
• Experience in administering high-end hardware and scientific peripherals.
• MD-102 (Microsoft Windows Endpoint Administrator Associate) or CompTIA A+ 220-1101 and 220-1102 certification preferred.
• DOD 8140 IAT-II certification (CompTIA Security+CE) preferred.
• HDI-SCA certification preferred.
• DoD Interim Secret security clearance or higher or the ability to obtain one. 

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. 

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.